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Comment from Hotel Management

Sep 7, 2017 by General Manager, Hotel Management

Daniel, thank you for staying at Extended Stay America. We are delighted to read you had an enjoyable time with us. Thanks again for being our guest, and we look forward to your next visit.
Sincerely,
General Manager

1 out of 5

by A verified traveler from Denver

Short Sighted Greed

Posted Aug 24, 2017

Cons: Fire the manager.

I booked a room with Extended Stay America for two nights. My transfer flight was cancelled the night I was supposed to check in. I'm a technical instructor that was being flown in to teach a class and so I had to go straight to the classroom after booking a separate flight for 6am and teach rather than check in the following morning. I was running on about 3 hours of sleep after dealing with a nightmare of a travel situation, taught class for 8 hours and came to the hotel to stay the second night I had already paid for. Now I wouldn't expect a refund for the first night but I would expect at least to be able to stay the second night that I paid for in advance. Instead, they told me that I was not able to have a room because I didn't check in at the right time. As exhausted as I was, I just agreed to pay for another night and go to sleep and contact Expedia about it later. Expedia contacted them and again they decided that it was in their best interest to side with greed and not honor the reservation that I paid for. Never going to an Extended Stay America ever again. Which is too bad for them because I travel at least three to four times a month for work. Very short sighted.

Comment from Hotel Management

Aug 26, 2017 by General Manager, Hotel Management

Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a better stay in the future. General Manager

1 out of 5

by A verified traveler from Evansville

The smell of smoke is FREE

Posted Aug 18, 2017

This hotel was terrible. First, it said that it was a smoke free hotel. Well their right, by smoke free I think they mean the smell of smoke is for free. When we arrived in our room the smell of smoke reeked. You could see the nicotine stains on the wall and the electrical outlet. The bed was not comfortable. It is horrible that this is a $70 hotel through Expedia. Would not pay $30. Take your chances of sleeping in your car at a rest stop instead.

Comment from Hotel Management

Aug 20, 2017 by General Manager, Hotel Management

Shawn, please accept our sincere apologies for the smell of smoke you encountered during your stay. We work hard to provide a clean and comfortable environment, and I am extremely sorry if the smell compromised your experience. We will follow up on your concerns to ensure we are doing everything possible to minimize the impact to our guests. We deeply regret the inconvenience caused, and please give us another opportunity to restore a favorable impression of our hotel in the future.
Sincerely,
General Manager

5 out of 5

Recommended
for Everyone

by A verified traveler from manchester, MD

Knoxville

Posted Aug 17, 2017

This was a wonderful stay for one night. The hotel was clean, the staff was friendly. The only thing was the ac didnt work in our first room. They moved us with no problem or complaints. It was like home, it was great

Comment from Hotel Management

Aug 17, 2017 by General Manager, Hotel Management

Meagan, thank you for choosing to stay at Extended Stay America. We are delighted to read you loved our clean environment and enjoyed the service provided by our courteous associates. It was a pleasure hosting you, and we look forward to your return visit soon.
Sincerely,
General Manager

5 out of 5

Recommended
for Everyone

by A verified traveler from Knoxville Tennessee (west hills)

The hotel is COMFORTABLE and cozy.

Posted Jul 11, 2017

I have actually stayed here for more than a year now every night and I've seen this place try so hard to be as good as they can be and it gives me proud to say that I love it here then people that work here do the best I can with what they're given and they do whatever they can to make a comfortable and cozy experience for every guest.

Comment from Hotel Management

Jul 14, 2017 by General Manager, Hotel Management

Addison, thank you for being our guest at Extended Stay America - Knoxville - West Hills. Making sure every guest has an excellent experience is our #1 priority, and everyone in the team appreciates hearing these compliments. We hope to be your hotel of choice every time you visit our area.
Sincerely,
General Manager

3 out of 5

Recommended
for Everyone

by A verified traveler from E

Good price

Posted Jun 29, 2017

Bed and pillows were comfy and clean. Pretty quiet at night. Plenty of towels. Very responsive staff. Outside was well lit, which was important as I had to be outside late walking my dog. Room wasn't dirty just a little old looking. No cups in the room but if I had called they would have come immediately

Comment from Hotel Management

Jul 2, 2017 by General Manager, Hotel Management

Joan, thank you for your review. We are glad to read you found us to be a good value in the area and that you were impressed with the service provided by our associates. Please know to ensure cleanliness of kitchenware our brand standards require us to keep these items at the front desk. We appreciate you being our guest and hope to welcome you back soon.
Sincerely,
General Manager

4 out of 5

Recommended
for Everyone

by A verified traveler

good for the price

Posted Jun 29, 2017

Cons: maybe a little better breakfast area.

Location: close to where I needed to go

Only stayed overnight, but room was clean and comfortable.

Comment from Hotel Management

Jul 2, 2017 by General Manager, Hotel Management

Thank you for staying at Extended Stay America - Knoxville - West Hills. We are glad to know you had a good night’s sleep and also enjoyed the good value we offer for the price. We appreciate your suggestion and have taken a note of the same. It was a pleasure hosting you, and we hope to serve you again soon.
Sincerely,
General Manager

3 out of 5

by Carol

disappointment

Posted Jun 20, 2017 on Hotels

In reading the info it stated continental breakfast. I was totally shocked at gronala bars and that was it. Oh coffee. There was packs of oatmeal, but no hot water.

Comment from Hotel Management

Jun 22, 2017 by Manager, Hotel Management

Carol,
We know how important it is to begin each day with a nutritious start, we are sorry our complimentary grab and go breakfast was not to your expectations. Our guests which do not have breakfast in their fully equipped kitchen typically find our breakfast bars, muffins, hot cereal, coffee and tea a perfect solution and a value add. It is never our intention to mislead our guests so we apologize for your disappointment. Now that you are a bit more familiar with our hotel and our brand, we hope to be your hotel and brand of choice during your travels.
Thank you,
General Manager

5 out of 5

by Stacy

Nice

Posted Jun 12, 2017 on Hotels

Was good

Comment from Hotel Management

Jun 18, 2017 by Manager, Hotel Management

Stacy, thank you for taking the time to share your nice rating about your visit with us. We are glad you enjoyed your stay and that our facilities and service were to your satisfaction. We hope Extended Stay America - Knoxville - West Hills will be your first choice every time you visit this area.
Sincerely,
General Manager

4 out of 5

by Felipe

Posted Jun 9, 2017 on Hotels

Comment from Hotel Management

Jun 11, 2017 by Manager, Hotel Management

Felipe, thank you for the kind rating of your stay at Extended Stay America - Knoxville - West Hills. We are glad our service and facilities were to your satisfaction and had a pleasant time here. We hope you will make us your home again whenever your travels bring you back to our area.
Sincerely,
General Manager